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Service & Quality Specialist
Place of work
Karadžičova 12, Bratislava
Karadžičova 12, Bratislava
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
Customer Service is a department within IT which consists of ContactOne Service Desk & Processes, ContactOne Service Management, Field Services, Access Operations, Information Research and Global Standard Services.
ContactOne is a Group Operations initiative designed to significantly simplify the way Swiss re employees find and order all services from Group Operations (Corporate real estate and logistics, HR, IT, Communications, Legal and Compliance, Global Business Solutions) and get access to the service specialists. It was developed in close collaboration with our internal clients and provides personalised, yet standardised and easy access to almost all of these services via a single service portal and one global phone number.
Currently processes and structures are sharpened across the participating divisions in order to improve delivery and customer experience. This offers great opportunities and room for your creativity and entrepreneurial spirit.
C1SD Service and Quality Management is a new team within ContactOne Service Desk and processes, with the mandate to ensure globally standardised processes, services, instructions, knowledge sources and quality management within the service desk in order to support the operational service desk teams and improve our service quality overall.
• Support the transition of new services or changes to services into the ContactOne Service Desk (C1SD) to ensure operational readiness with clearly defined handshakes, procedures, communication, knowledge base articles and tooling.
• Perform knowledge management and trainings for the C1SD services to ensure Agents have the required knowledge available to provide a high service quality.
• Define global processes and procedures, keep them up to date and continuously improve them.
• Run quality management reports to ensure service quality is met, to ensure adequate feedback to C1SD managers for agents as well as to trigger improvement initiatives
• Participate and represent the C1SD in project and ContactOne transition meetings for service transitions
• Ensure Service Desk support requirements are met by representing Service Desk in external projects and C1 Transition process where the Service Desk is a stakeholder.
• Perform impact and risk analyses of service transitions from a C1SD perspective.
• Create and maintain Knowledge Base articles as well as other Knowledge Management objects for new services as required.
• Review and adjust training content for new services and performs trainings for C1SD agents.
• Maintain and share roadmaps of new services.
• Collate and distribute operational information to the C1SD.
• Design and run reports as required to check and ensure the quality of services provided by the Service Desk as well as to provide performance information to C1SD managers.
• Design/review C1SD processes and procedures, document them, keeps them up to date and improve them.
• Identify Service Desk improvements opportunities; define and execute action plans for improvements.
• Inform Service Desk management on Quality and performance results.
ContactOne is a Group Operations initiative designed to significantly simplify the way Swiss re employees find and order all services from Group Operations (Corporate real estate and logistics, HR, IT, Communications, Legal and Compliance, Global Business Solutions) and get access to the service specialists. It was developed in close collaboration with our internal clients and provides personalised, yet standardised and easy access to almost all of these services via a single service portal and one global phone number.
Currently processes and structures are sharpened across the participating divisions in order to improve delivery and customer experience. This offers great opportunities and room for your creativity and entrepreneurial spirit.
C1SD Service and Quality Management is a new team within ContactOne Service Desk and processes, with the mandate to ensure globally standardised processes, services, instructions, knowledge sources and quality management within the service desk in order to support the operational service desk teams and improve our service quality overall.
• Support the transition of new services or changes to services into the ContactOne Service Desk (C1SD) to ensure operational readiness with clearly defined handshakes, procedures, communication, knowledge base articles and tooling.
• Perform knowledge management and trainings for the C1SD services to ensure Agents have the required knowledge available to provide a high service quality.
• Define global processes and procedures, keep them up to date and continuously improve them.
• Run quality management reports to ensure service quality is met, to ensure adequate feedback to C1SD managers for agents as well as to trigger improvement initiatives
• Participate and represent the C1SD in project and ContactOne transition meetings for service transitions
• Ensure Service Desk support requirements are met by representing Service Desk in external projects and C1 Transition process where the Service Desk is a stakeholder.
• Perform impact and risk analyses of service transitions from a C1SD perspective.
• Create and maintain Knowledge Base articles as well as other Knowledge Management objects for new services as required.
• Review and adjust training content for new services and performs trainings for C1SD agents.
• Maintain and share roadmaps of new services.
• Collate and distribute operational information to the C1SD.
• Design and run reports as required to check and ensure the quality of services provided by the Service Desk as well as to provide performance information to C1SD managers.
• Design/review C1SD processes and procedures, document them, keeps them up to date and improve them.
• Identify Service Desk improvements opportunities; define and execute action plans for improvements.
• Inform Service Desk management on Quality and performance results.
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
• Degree in Business Administration, Process management, Engineering, IT or comparable education/degree
• 3+ years of experience in Service Desk Operations
• Profound communication, influencing and negotiation skills
• Train the trainer certification, facilitation skills for training other agents on service transitions and procedures
• Documentation and presentation skills
• Strong analytical and agile thinking skills
• Good Knowledge of Information Technology Infrastructure Library framework
• Team player with ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders including also senior staff members.
• Excellent command of English, any other language is a plus
• 3+ years of experience in Service Desk Operations
• Profound communication, influencing and negotiation skills
• Train the trainer certification, facilitation skills for training other agents on service transitions and procedures
• Documentation and presentation skills
• Strong analytical and agile thinking skills
• Good Knowledge of Information Technology Infrastructure Library framework
• Team player with ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders including also senior staff members.
• Excellent command of English, any other language is a plus
Advertiser
Brief description of the company
As the world's leading and most diversified global reinsurer, we offer as our core business financial services products that enable risk taking essential to enterprise and progress. Our company was founded in Zurich, Switzerland in 1863, and operates in more than 25 countries and provides its expertise and services to clients throughout the world. We combine financial strengths with experience, knowledge and creative thought to explore new opportunities in the interests of our clients, staff and shareholders.
Number of employees
1700 and more employees
Company address
Contact
Contact person: Lucia Vargova
ID: 2938205
Dátum zverejnenia: 20.2.2017
2017-02-20
lokalita: Bratislava Pozícia: Customer Support Specialist, IT Analyst Spoločnosť: Swiss Re